Creating a customer journey map (CJM) is like a road map to achieving excellent customer experience. CJM shows you stages where customers experience happiness and circumstances where they are unhappy with your services. Knowing this ahead of time helps you design your customer service approach and act optimally to increase your brand’s value.
A company aims to bring its clients from point A to point B to increase sales. For this purpose, you need to create CJM on a single customer mindset. It’s critical to select which customer mindset your business will focus on. It will determine which templates you may use to direct consumers or clients to your goals.
Customer Journey Map Templates for Enhancing Customer Experience
One of the main motives teams use CJMs is to understand better how the consumer perceives their product. Customer journey mapping explains why customers make decisions, and which aspects of your product are most useful to them. Using CJM’s different templates improve your understanding of how different personas engage with your product.
With this understanding, you may develop alternative paths for your target clients and give a more personalized experience. A CJM template will allow you to identify the points in the journey where your clients want the most assistance and then focus your customer support efforts on those areas. Here are 5 CJM templates to help you enhance your customer’s experience.
1. Current State Template
If you want to map the current state of your customer experience for your products and services, then the current state template is used for this purpose. The current state template provides a visual representation of the customer’s actions, thinking, and customer’s touch points. Moreover, it allows you to locate potential errors in customer interactions and how to solve them.
This template gives an overview of how your customer interacts with your business in the current situation. If you locate some errors, how can you resolve them to enhance customer experience? Do you want to enhance the customer experience in the current state of your buisness? Then, contact customer experience UK and get the current state CJM of your business today!
2. Day in the Life Template
Day in the life template represents the customer’s thoughts, feelings, actions, needs, and pain when interacting with your product. This template allows you to observe customer interactions in the morning, afternoon, and evening. Some personas have different interaction times, so you need to map them all.
It’s better to create this template in chronological, so you know at what time and at which touchpoint the customer is interacting with your product. You can study the customer’s thoughts and needs by using this template. Once you understand the needs, you can offer different deals, sales, and support at different times according to your personal needs.
3. Future State Template
The future state template is mainly based on the current state template; however, you can tailor the mapping according to future goals and objectives. For example, you have developed the customer experience’s current state; now, you should decide which parts and touchpoints need updates and support to enhance the customer experience.
Future state template reflects the predictions of your team against customer interaction. For example, if a customer constantly interacts with your product through only one touchpoint so it can be predicted for the future, you can offer more support. It enables you to make better decisions that will enhance company growth and customer satisfaction.
4. Service Blueprint Template
The service blueprint template is the second layer of the above journey map templates. The previous map templates mapped the customer experience, but this template maps the factors responsible for delivering that experience. Some potential factors are support staff, policies, rules, tools, applications, hardware, etc.
Simply put, a service blueprint template visualizes your company’s internal process. Using this template, you can easily locate the problems and issues in delivering the ultimate customer experience. Thus, you can change your policies and update your staff or rules to provide an excellent customer experience.
5. Buyer’s Journey Template
The current, future, and day-in-life templates allow you to enhance customer experience whether they purchase your product or not. However, the buyer’s journey template focuses on customers who make a purchase. The buyer’s journey template visually represents a customer’s steps to make a purchase and become your buyer.
It gives you an easy approach to paying greater attention to the activities your consumers perform that influence whether or not they buy your products. It can help you focus on what they need to know and when they need to know it. Do you want to know what your buyers want? How can you enhance buyer experience? Contact customer experience UK and get a buyer’s Journey map of your business today!
Enhance Your Customer Experience Today!
Regardless of which business or industry you are in if you want to enhance your customer experience and meet your goals. Then you need to create a CJM. A CJM is a guide map for your to improve your customer journey and your employee’s journey. So, contact customer experience experts today and get a CJM in any of the templates mentioned above.